Manage Negative Reviews | Google Business Profile Reviews Management Tool

Google Review Management Tool is useful if your business has a GBP account. If you have still not made one, create and optimize your GBP account.

Has someone left you a one-star Google review on your GBP listing?

After checking the records, you realize that you have never done business with this customer. Therefore, it's likely to be a fake review.

The best way to manage Google reviews is to respond to the review.

Note: Potential clients will read reviews and answers, so be professional while replying.

When you respond to a fake review and flag the review as inappropriate. You are hoping Google will do something about it. Unfortunately, reviews are difficult to get removed.

Usually, Google will keep a review of your listing unless it violates their policies.

When Will Google Remove Reviews From GBP?

They will remove your review if it fits one of the below scenarios:

1. It's not relevant to your business
2. There is a conflict of interest
3. It contains some offensive or sexually explicit material
4. There is some privacy concern or legal issue

So unless the review you are flagging fits one of these criteria, the chances to remove it are very low.

Nevertheless,

You should always flag reviews that you think are not authentic.

The only problem after flagging a review, all you will get is a thank you message confirming it had been reported. They might follow up with you if they want any further clarification. That was pretty much it.

You wouldn't know what Google's decision would be.

Now such days are gone.

Google has released a new tool to display all your reviews in one place. You use this tool to report reviews that violate Google's policies and check the status of reviews.

This is great news; from now on, you will be able to know precisely what Google has decided to do with a review you flagged.

No more guesswork when you access this tool. Click on the link to get the Google Review Management Tool.

How To Use Google Review Management Tool?

Log in using the email-id linked to your GBP profile.

Select the business you want to check the review status; after that click on continue.

You will see a table that contains all the reviews that have been published.

The information given in the table is a fragment of the review.

The rating the customer has given you and the date it was posted. After clicking on the view on maps will take you directly to that review on Google maps.

If you feel a review goes against Google's policies, click on the report a review button.

You will see a familiar screen if you had reported/fagged reviews in the past.

Select the most suitable option, then click on report.

Now, you'll see the thank you message. You will also receive a mail from Google saying your request to remove a review will be assessed.

Until now, you might be thinking there are no significant changes to the previous process, but wait.

If you log back into the new review management tool and select the GBP listing from which you have flagged the review. You will now be shown an option that says, 'check the review status'.

Tick the radio button and continue to the next screen. You will see the reviews flagged by you in order along with their current status.

Google might show the decision is still pending. This is because reported reviews might take up to 72 hours to be assessed, after which the status should be altered.

If the review violates Google policy, it will be removed and will no longer be displayed on the list.

However, if Google deems the review to be genuine, the pending status will be updated to the following status:

'Report reviewed no policy violation.'

For details about the decision, you can select that review by clicking on the radio link and pressing continue.

If you are dissatisfied with the decision, you have the option of appealing. So, the review can be evaluated a second time.

Note: You can only appeal once, after which the decision will be final.

This is a convenient tool and provides much more visibility over GBP listing reviews.

At least, you know where you stand, and you are no longer going to waste time chasing Google about an unnecessary review.

This is also useful for SEO professionals for showing clients they have done everything they could to remove a review that isn't genuine.

Google My Business (GBP) is an essential marketing tool for any hotel, and how you deal with and respond to reviews is becoming more and more important. 

You can showcase your business in the best possible light and cut the impact of negative opinions on your business.

How INNsight Can Help You in Managing Your Online Reputation?

We help you in building better customer relationships with deeper insights and knowledge about your hotel's online reputation.

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